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News and information

Coronavirus updates

During the pandemic, our teams have remained committed to supplying essential water and wastewater services. We care about keeping people safe, so we’ve made some changes to the way we work. We’re grateful for your patience and support.

Some activities may take a little longer than before. We’re carrying out extra checks to protect our people before we go ahead with any field work. Some of our teams are also still working from home.

If you’ve got any questions and would like to speak to us, you can reach our Helpdesk team on 0800 009 3921, 8am to 5pm, Monday to Friday (closed bank holidays).

Application processing delays

We’ve had a high demand for developer services relating to the pandemic, and our teams are working hard to complete applications as quickly as they can.

We encourage our customers to apply for services and make payments online wherever possible, to speed up the process. It will help us to help you by only following up on applications if you really need to.

We’re prioritising work that’s part of the response to the coronavirus outbreak, such as new water and wastewater services for testing units, research centres and field hospitals. If your work relates to this, please make sure it’s clear in your application so we can prioritise it.

Keeping people safe on site

We want to support you to deliver your work to expected timescales, whilst we take care of the health and wellbeing of our customers and staff.

We review each field service job to make sure it’s safe to carry out. To meet your expected timescales, please engage us as early as possible in case it takes a little longer than usual to plan and schedule work.

Thank you for your support and understanding.

How we're performing

We've been working with other water companies and Water UK to agree service targets. These standards cover our performance in activities that are essential for housing development. They include responding to initial enquiries, providing designs and quotations, construction and connection, and dealing with legal agreements.

The performance levels are published quarterly by Water UK, find out how performance is measured and levels of service and latest reports.